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Rejuvenating Customer Management:: How to Make Knowledge For, From and About Customers Work

Author

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  • Salomann, Harald
  • Dous, Malte
  • Kolbe, Lutz
  • Brenner, Walter

Abstract

In recent years, many companies have strived to enhance their customer-relating capability with knowledge management instruments. A survey conducted by the authors, however, indicates that successful implementations of such initiatives are still comparatively rare. In this paper we present a cross-case analysis of three companies that we identified as "good practices" in rejuvenating customer management through managing knowledge for, from or about customers effectively. From the case studies' findings we identify key success factors for implementing knowledge-based CRM initiatives by means of an orchestrated approach that considers strategy, processes, systems and change management aspects.

Suggested Citation

  • Salomann, Harald & Dous, Malte & Kolbe, Lutz & Brenner, Walter, 2005. "Rejuvenating Customer Management:: How to Make Knowledge For, From and About Customers Work," European Management Journal, Elsevier, vol. 23(4), pages 392-403, August.
    • Handle: RePEc:eee:eurman:v:23:y:2005:i:4:p:392-403
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    Citations

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    Cited by:

    1. Sujeong Choi, 2018. "Organizational knowledge and information technology: the key resources for improving customer service in call centers," Information Systems and e-Business Management, Springer, vol. 16(1), pages 187-203, February.
    2. Lu, Wei & Hou, Hongli & Ma, Rui & Chen, Haotian & Zhang, Ran & Cui, Fangfang & Zhang, Qian & Gao, Yacong & Wang, Xinpu & Bu, Caihong & Zhao, Jie & Zhai, Yunkai, 2021. "Influencing factors of patient satisfaction in teleconsultation: A cross-sectional study," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
    3. Migliaccio Mirella & Francesca Rivetti, 2013. "Client Knowledge Opportunities for a Small Software Firm," Symphonya. Emerging Issues in Management, Niccolò Cusano University, issue 1 Global .
    4. Bashir, Naheed & Papamichail, K.Nadia & Malik, Khaleel, 2017. "Use of Social Media Applications for Supporting New Product Development Processes in Multinational Corporations," Technological Forecasting and Social Change, Elsevier, vol. 120(C), pages 176-183.
    5. Sherry D. Ryan & Xiaoni Zhang & Victor R. Prybutok & Jason H. Sharp, 2012. "Leadership and Knowledge Management in an E-Government Environment," Administrative Sciences, MDPI, vol. 2(1), pages 1-19, February.
    6. Wu, Jiebing & Guo, Bin & Shi, Yongjiang, 2013. "Customer knowledge management and IT-enabled business model innovation: A conceptual framework and a case study from China," European Management Journal, Elsevier, vol. 31(4), pages 359-372.
    7. Miao, Yumeng & Du, Rong & Ou, Carol, 2022. "Guanxi circles and light entrepreneurship in social commerce : The roles of mass entrepreneurship climate and technology affordances," Other publications TiSEM f19a203f-abb6-4835-9c34-2, Tilburg University, School of Economics and Management.
    8. Constantin Bratianu & Dan Florin Stanescu & Rares Mocanu & Ruxandra Bejinaru, 2021. "Serial Multiple Mediation of the Impact of Customer Knowledge Management on Sustainable Product Innovation by Innovative Work Behavior," Sustainability, MDPI, vol. 13(22), pages 1-25, November.
    9. Salojärvi, Hanna & Sainio, Liisa-Maija, 2015. "CRM technology and KAM performance: The mediating effect of key account-related knowledge," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 8(1), pages 435-454.
    10. Alessandro Henrique de Souza Miake & Rodrigo Baroni de Carvalho & Marcelo de Rezende Pinto & Alexandre Reis Graeml, 2018. "Customer Knowledge Management (CKM): Model Proposal and Evaluation in a Large Brazilian Higher Education Private Group," Brazilian Business Review, Fucape Business School, vol. 15(2), pages 135-151, March.
    11. Behzad Lak & Jalal Rezaeenour, 2017. "Effective Factors of Social Customer Knowledge Management (SCKM) in Organisations: Study of Electronic Service Providers in Iran," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 16(02), pages 1-24, June.

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